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I ordered four copies of a game expansion at the end of January that were listed as “in stock,” but

I ordered four copies of a game expansion at the end of January that were listed as “in stock,” but they were not actually ready to ship, which caused delays from the beginning. The overall processing and shipment were slow, and after the parcel was damaged in transit and returned to the sender, communication became difficult.

I was initially informed that a replacement would be sent once the items were back at the warehouse. Instead, a refund was processed without prior notice. When I asked to receive the replacement as originally agreed, this was acknowledged, but I have not received any further information on how to proceed. Since the price on the website has more than doubled, I cannot simply place a new order.

While I fully understand that shipping damage is outside the seller’s control, the main issue for me was the lack of proactive and structured communication. At several stages, clearer updates would have made a big difference — for example, a transparent notice that the item was not immediately ready to ship despite being listed as in stock, regular status updates during the delay, confirmation when the parcel was dispatched, and, most importantly, a clear choice between replacement or refund once the damage was confirmed.

Instead of reacting step by step only when I contacted support, a more customer-focused approach — outlining next steps, timelines, and available options — would have created trust and prevented frustration. Good communication can often compensate for logistical problems; unfortunately, that was the part that felt most lacking in this experience.

EDIT: I have just been informed by the seller that their "supplier can no longer provide the games at that cost", and that is why they decided to "to issue a refund rather than resend the order under new pricing conditions". Again, if they would have just stated that to me in the beginning instead of just issuing a refund into the dark, this would have been completely fine for me.

At the end, it is just an unfortunate situation for both parties as for their side "The parcel was declared lost by the courier and, as it was never returned to us, we already incurred a loss for that shipment."

As they are a small shop, I totally understand their decision, yet again more proactive communication would have made a big difference. If they would have communicated upfront ("acting") from the beginning rather than only reacting, I would have probably given 4 stars despite never receiving the item ...

Date of experience: Mar 05, 2026